Area Services Manager

JR France; Limoges; À distance; EUR 60 000 - 85 000; Plein temps

Résumé du poste

A leading company in the electric vehicles sector is looking for a Zonal Service Manager to oversee dealer service performance across Europe. This remote role involves establishing service workshops, driving growth, managing complaints, and improving service offerings. The ideal candidate will have extensive service marketing experience and fluency in multiple languages.

Qualifications

• Extensive service marketing experience required.
• Knowledge of dealer service and parts operations beneficial.
• Fluent or conversational in English and French, knowledge of German, Italian, or Spanish is a plus.

Responsabilités

• Manage dealer service performance and implement service processes.
• Drive growth in After Sales Service, achieving workshop loading targets.
• Ensure effective resolution of customer complaints and promote service campaigns.

Connaissances

Service Marketing

Customer Complaint Resolution

Dealership Interaction

Description du poste

Zonal Service Manager (Europe Region) - Remote based role - France based Electric Vehicles Division

As the Zonal Service Manager, you will be responsible for the dealer service performance in the zone and will lead the implementation of various service processes. You will provide guidance on overall business operations, identify areas for improvement, and support the implementation of new projects in the zone.

Key Responsibilities:

1. Establish EV service workshops in alignment with company standards, ensuring full compliance with safety norms and operational guidelines.
2. Drive growth in After Sales Service to expand the customer market share within the assigned zone.
3. Achieve workshop loading targets by increasing the number of job orders and overall service volumes as per the defined goals.
4. Ensure penetration of Extended Warranty (EW), Roadside Assistance (RSA), and Annual Maintenance Contracts (AMC) in line with organizational targets.
5. Support strategic planning for Spare Parts through market intelligence, dealer visits, competitor analysis, and timely information sharing.
6. Ensure effective resolution of customer complaints within agreed timelines, including onsite resolution and feedback management.
7. Promote service engagement campaigns through collaboration with distributors and participation in customer-centric events such as rides and campaigns.
8. Lead product quality reporting initiatives, including collection of PDI feedback from distributors, warranty claim parts audits, and service process quality audits across the network.
9. Design and implement attractive service schemes aimed at driving workshop footfall and increasing service touchpoints within the zone.
10. Ensure proactive customer communication regarding safety tips during natural calamities, and promote peace-of-mind products such as RSA, insurance renewals, AMCs, and Extended Warranties.
11. Support the organization in understanding customer profiles and expectations to refine and improve service offerings.
12. Provide spare parts management assistance to channel partners and facilitate seamless coordination with the factory team.
13. Ensure new model service readiness, including timely service training, procurement of initial parts kits, and availability of tools and equipment in the zone.
14. Support onboarding and operational setup for new dealers in the assigned zone.
15. Ensure timely completion of all service-related projects, in line with organizational targets and deadlines.
16. Accountable for boosting dealer profitability and the dealership's service absorption ratio.

Qualifications & Experience:

• Extensive service marketing experience
• Knowledge of dealer service/parts operations
• Territory management and dealer contact experience
• Fluent or conversational in English, French, and ideally another language such as German, Italian, or Spanish

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